M A Grigg started in 1970 as an agriculture merchant dealing with the local farmers. Since then the business has grown from a one man band to an organisation employing over 40 staff and dealing with the general public, builders, gardeners as well as farmers throughout Cornwall. The business has grown by giving good personal service.
What were the businesses issues/challenges to undertake training?
The company has been very successful in meeting the customer needs, but wanted to offer training to their staff. New employees had started, but limited product training was given and they wanted to introduce the company’s mission. The company didn’t have a company tree to identify people’s positions and responsibilities within the business.
The training undertook:
Working with Grigg’s we came up with a tailored Customer Experience Workshop and a Telephone Technique Workshop. The Customer Experience Workshop was delivered to every member of staff ensuring the same message of what the company is about, what is expected from each member of staff and what the company will do for each staff. The company tree was explained to all, for clarity of responsibilities.
The Telephone Technique Workshop was introduced to all staff in the retail side of the business, so that they were uniformed in the way they answered the telephones, messages were taken with the correct information so that they could raise their level of customer service.
What impacts and benefits has the training had on the company?
Griggs experienced some resistance towards the training proposed where some staff was not looking forward to it. However, after each training day, everyone remarked on how much they got from the workshops and how professional the trainer was. As a result we hope that all of Grigg’s staff has been more positive in their work since their training.
With the increase of competition in their market place the training will help Grigg’s to stand out from the crowd giving great customer service.
“CCB made sure that the courses were tailored to cover all aspects of what we wanted and nothing was too much trouble. The trainers were fantastic and our staff liked the way the courses were presented.”
Trevor Goodman, Manager, M A Grigg